Set Up Inbound Voice

Complete each of these tasks in the order given.

Before you set up inbound voice ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, first contact your NICE CXone account representative to help you set up a DNIS for each inbound voice ACD skill.

Create a Campaign

If you've already created a campaignClosed A grouping of skills used to run reports. that you plan to use for inbound voice, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

  1. Click the app selector and select ACD.
  2. Go to Contact Settings > Campaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create an Inbound Voice ACD Skill

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Phone Call and Inbound/Outbound to Inbound.
  5. Enter a Skill Name and select the Campaign you want the ACD skill to be part of.

  6. Configure the remaining optional fields in the Skill Information section as needed.

    Field

    Details
    Transferred to Script The script that runs when an agent transfers a contact to this ACD skill from another ACD skill. The transferred contact switches to this script rather than running scripts from the original ACD skill. You could use this field for overflow or supervisor escalation scripts, which often include multiple queue scripts with varying logic that differ from normal inbound logic.

    Re-Skill Hours of Operation Profile

    The hours of operation profile that controls when agents can transfer a contact to this ACD skill. For example, if the Sales at the Longbourn contact center closes at 4:00 in the afternoon, and an agent in Support tries to transfer a contact to Sales at 4:30, the agent receives a warning message that says the ACD skill is closed. If the agent selects Proceed, the contact either hangs in the queue until an agent with that ACD skill becomes available or hears a message that you configure for the ACD skill when it's closed. Note: if you add an existing inbound skill to an hours of operation profile, that profile automatically appears in this field.
    Workforce Intelligence Minimum Agents The minimum number of agents that must belong to this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of agents reaches this number or lower, all skill removal actions, even automatic ones, require approval.
    Workforce Intelligence Minimum Available Agents The minimum number of available agents that must be maintained for this ACD skill. This setting prevents automatic actions associated with Workforce Intelligence rules from removing too many agents from the ACD skill. When the number of available agents reaches this number or lower, all ACD skill removal actions, even automatic ones, require approval.
  7. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this ACD skill, select the Use Screen Pops checkbox. If you are using a separate application or website to run the screen pops, select Use Custom Screen Pops. Then select either Application or Webpage and enter the webpage or application URL.

  8. If you want to customize the prioritization settings for this ACD skill, modify the settings in the Priority Management While in Queue section.

    Image of priority management section of the CXone skill creation page

    Field

    Details
    Initial Priority The base level priorityClosed Skill-based designation of the importance of contacts that determines delivery order. for all contacts for this ACD skill.

    Acceleration

    How quickly the priority of this ACD skill increases.
    Maximum Priority The maximum priority that a contact on this ACD skill can have. If you choose not to use Acceleration, this value should match the Initial Priority.

  9. If you want to change the service level settings for this ACD skill, modify the fields in the Service Level section.

    Image of Service Level section of the CXone skill creation page

    Field

    Details
    Service Level Threshold The number of seconds agents have to respond to meet an SLAClosed Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities.. For example, if your SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 20.

    Service Level Goal

    The percentage of contacts agents must respond to by the Service Level Threshold to meet the SLA. For example, if the SLA for this ACD skill is to respond to 80% of contacts within 20 seconds, enter a value of 80
    Enable Short Abandon Threshold CXone collects data and offers reporting on abandonedClosed Call that enters the contact center system, but the caller ends the call before reaching an agent. contacts that fall within the Short Abandon Threshold for this ACD skill.
    Short Abandon Threshold The number of seconds that must pass for an abandoned interaction to be considered a short abandon. For example, if the value is set to 15 and an interaction drops from the queue after 7 seconds without being delivered to an agent, it is reported as a short abandon.
    Short Abandons Counts short abandons, as defined by the Short Abandon Threshold, against the service level for reporting purposes.
    Other Abandons Counts abandons that exceed the Short Abandon Threshold against the service level for reporting purposes.
  10. If you want to test how contacts in this ACD skill change in priority over time compared to other skills, use the Priority Comparison tool.

    Image of the priority comparison chart of the CXone skill creation page

    1. Select the ACD skills whose priority you want to compare with this new one.
    2. Enter how much time you want to see in the comparison chart in the Elapsed Time (sec) field.
    3. Enter how much time you want to be represented by the markers on the X axis of the chart in the Time Interval (sec) field.
    4. Click Compare.
  11. Click Create.

Assign Users to the ACD Skill

  1. Open the ACD skill you want to add users to.

  2. Click the Users tab.

  3. Select the users you want to add.
  4. Click Add Users.

Create an Inbound Phone Script

Image of basic Studio inbound voice script

  1. In Studio, click File > New.
  2. In the Create New Script window, select the Phone icon. Verify that the Business Unit is correct and click OK.

  3. Add BEGIN and REQAGENT actions to the canvas and connect them. Inbound calls automatically route to the this ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge specified in the point of contact associated with this script. If you want to route the call to a different voice ACD skill, change the value in the Skill property of the REQAGENT action.

  4. If you want to set up an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both., add it here. You may need to contact your NICE CXone account representative for guidance.
  5. If you configured screen pops for the ACD skill, configure the screen pop content. You may need to contact your NICE CXone account representative for guidance.

  6. If you want to, you can customize the script with additional actions that you want to occur during call events, such as when the call begins, is transferred to another agent, or ends.

  7. Click File > Save.
  8. In the Save Script As... window, enter a name for the script, and click Save.

Create a Point of Contact

Image of the CXone point of contact creation page

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > Point of Contact.

  3. Click Create New and select Single Point of Contact.
  4. For the Media Type field, select Phone Call.
  5. Enter a Name for the point of contact.
  6. From the Point of Contact drop-down, select the DNIS you configured earlier with NICE CXone that you want to reach this ACD skill.
  7. Select the ACD Skill you created earlier.
  8. Select the Script you created in Studio.
  9. If you want calls to this number to track IVR press paths for reporting, select IVR Reporting Enabled.
  10. Click Create Point of Contact.

Create a Do Not Call (DNC) Group

You can skip this step if you already have a do not call (DNC) group you want the ACD skill to use, or if you want the ACD skill to use the default tenant DNC group.

  1. Click the app selector and select ACD.

  2. Go to Lists > DNC.

  3. Click Create New.

  4. Give the group a DNC Group Name and, if you want, a Description.

  5. Click Save.

Assign the ACD Skill to Do Not Call Groups

You can skip this step if you want the ACD skill to contribute to the default tenant do not call (DNC) group.

Image of the skill DNC selection tab

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the ACD skill to open it.
  4. Click the Do Not Call tab.
  5. For Default Contributing DNC Group, select Select Do Not Call Group. From the drop-down, select the DNC group you want this ACD skill to contribute to.
  6. Click Save.

Customize Voice